Factors that influence frontline employee behavior towards guest satisfaction in hotel / Aida Khalida Mohamed Idris... [et al.]

• Main Authors: Mohamed Idris, Aida Khalida, Mohd Noor, Noorfarhana, Tarmazi, Siti Anis Adilah, Hashim, Norliana, Ghazali, Norfadzliana
• Format: Article
• Language: English
• Published: Universiti Teknologi MARA, Negeri Sembilan 2017
• Subjects: Social psychology; Interpersonal relations. Social behavior
• Online Access: http://ir.uitm.edu.my/id/eprint/29484/1/29484.pdf; http://ir.uitm.edu.my/id/eprint/29484/; https://nsembilan.uitm.edu.my/joacns/

This study seeks to analyse the factors that influence frontline employee behaviour towards guest satisfaction as frontline employee is the first person that any hotel guest would refer to should there be any queries. Thus, being a frontline employee will have an impact on guest approach and overal...